Customer experience

Exploring how intelligent platforms, built around people, are helping create great experiences for customers.
Research

Betting the future on CX

Great customer experiences can be a bulwark against economic uncertainty
By Stuart Luman
Article

ESG policy could be Singapore’s next big export

Effective ESG policies are in high demand worldwide and Singapore’s track record could put it at the front of the pack in 2023
Feature

Piecing together total experience

CX and EX got better in the pandemic. Bring them together to make your business better prepared for a downturn.
Article

​​What is digital customer experience?

As consumers spend more time online, every touchpoint with a company should provide a good experience and leave customers feeling better about the brand.
Mother shopping with baby in retail store
Column

Rethinking retail

All businesses are complex ecosystems—retail more than most
Landscape view of eight professionals sitting at a long conference table having a business meeting
Article

Executives need to listen

Companies that don't pay attention to customers and employees are missing out
A bird's eye view of two professional workers standing on opposite sides of a human brain graphic
Article

How AI is improving customer experience

When it comes to CX, companies are realizing, this time it’s personal
Male wearing white t-shirt sitting at desk typing on a laptop
Q&A

How to recession-proof customer experience

Customers look for a reason to bolt during a downturn. CX expert Shep Hyken says don’t give them one.
The letters "ESG" against a dark background with a spotlight on "G" for governance
Column

Without governance, there is no ESG

The last letter in the business world’s hottest abbreviation should come first for companies focused on delivering results
cell phone with clipart of a shopping cart on the screen surrounded by leaves against a dark background
Article

Is sustainability at odds with good CX?

Consumers want companies to care for the environment, but that can come at the cost of convenience. Here’s how to be green and still offer a great experience.
persistently unsatisfied customer standing in the corner of a large white concrete building
Article

The persistently unsatisfied customer

Despite adopting cutting-edge digital CX, companies still struggle to make their customers happy
Q&A

Great customer experiences transcend delight

Customers want fast, convenient, and easy experiences. Companies must design processes and systems to deliver them.
AI-powered conversational analytics
Article

​​AI joins the conversation

New AI-powered language tools can listen in on service calls and help customers and agents in real time